We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 400695 results
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Decision Reference DRN-5738444
12 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5738444 The complaint Miss L and Mr S complain that AXA Insurance UK Plc (“AXA”) unfairly increased the premiums for their home insurance policy without providing a sufficient explanation. Mr S has acted as the main representative during the claim and complaint process. So, for eas... (3 pages)View decision -
Decision Reference DRN-5931671
12 Nov 2025 Vitality Life Limited UpheldInsuranceDRN-5931671 The complaint Mr C is unhappy that Vitality Life Limited (‘Vitality’) cancelled two personal protection policies (which included life cover and cover for serious illness) – ‘the policies’ - after inception. What happened The details of this complaint are well known to both ... (4 pages)View decision -
Decision Reference DRN-5572526
12 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5572526 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse funds he said he lost to a scam. Mr O is represented by a firm, for ease I have only referred to Mr O in this decision. What happened The details of this complaint are well known to both parties so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5850873
12 Nov 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5850873 The complaint Ms C complains about the way CIGNA Life Insurance Company of Europe SA-NV handled her medical assistance claim. What happened As both sides are familiar with this complaint and the investigator before me has already set out the background to it in some detail, ... (3 pages)View decision -
Decision Reference DRN-5651861
12 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5651861 The complaint Mr O, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In May 2023, Mr O acquired a used car financed by a conditional sal... (2 pages)View decision -
Decision Reference DRN-5944589
12 Nov 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5944589 The complaint Miss G is unhappy The Royal Bank of Scotland Plc (RBS) would not reinstate the payment plan for her personal loan. Miss G is also unhappy with RBS’s service. What happened I issued my provisional decision to both parties explaining why I thought Miss G’s compl... (7 pages)View decision -
Decision Reference DRN-5762362
12 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5762362 The complaint Mr G complains Bank of Scotland plc trading as Halifax acted unfairly by not refunding payments he made using his debit card. What happened Mr G says between January 2023 and February 2024 he paid a company, I’ll refer to as “D”, around £23,700, across four pa... (4 pages)View decision -
Decision Reference DRN-5943416
12 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5943416 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the CCA. What happened Mr and Mrs C were the members of a timeshare provider (the ‘Suppli... (3 pages)View decision -
Decision Reference DRN-5888332
12 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5888332 The complaint Mr B and Mrs A complain about the way Lloyds Bank General Insurance Limited (“Lloyds”) handled a home insurance claim they made. Mrs A has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any a... (3 pages)View decision -
Decision Reference DRN-5929306
12 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5929306 The complaint Mr S complains about problems with the service U K Insurance Limited trading as Direct Line (“UKI”) gave him during a claim under his car insurance policy. What happened Mr S had a motor insurance policy from UKI covering his car. In late September 2024 Mr S wa... (3 pages)View decision